Head of Customer Experience

About Undaunted

Undaunted is revolutionizing security by deploying robotic solutions that enhance community safety and foster thriving environments. Supported by Atlanta Ventures and Fuse VC, it has rapidly grown to be the largest robotic security provider in the U.S., operating the most extensive fleet of quadruped robots nationwide with over 120 units sold.

Role Purpose

This key leadership position addresses the challenge of scaling customer satisfaction as sales expand. The Head of Customer Experience ensures smooth robotic security installations and swift issue resolution, especially during pilot phases, to build customer trust and drive conversions from pilots to ongoing engagements. Reporting directly to Sales and Operations leadership, you'll lead vital customer-focused functions.

Key Responsibilities and Collaboration

• Lead and standardize installation procedures, coordinating site surveys through launch with Manufacturing, Field, and Sales teams.
• Develop billing and collections processes, handling property platform onboarding, insurance certificate approvals, and customer payments.
• Design and oversee onboarding and customer success communications to anticipate client needs, resolve issues, and boost renewals and expansions.
• Collaborate closely with Sales for smooth handoffs, Maintenance & Field Service to ensure robot reliability, the Mission Control team to schedule and manage coverage, and Manufacturing & Supply Chain for product and service readiness.

First 90-Day Plan

• First 30 days: Partner with cross-functional teams to implement repeatable and predictable installations; transition billing and onboarding to automated, systematic processes.
• By 60 days: Map and enhance the entire customer journey from sale through pilot to expansion; redesign communication touchpoints; automate sales handoffs to operations.
• By 90 days: Develop recruitment, onboarding, and operational frameworks for expanding the Customer Success team; create renewal strategies and communication plans to sustain satisfaction and retention.

Success Metrics in Year One

Establish the company as the customer's top choice in security technology by taking full ownership of their problems and making security solutions effortless. Institutionalize operational playbooks for installations, manufacturing, and collections. Achieve full pilot-to-customer conversions with swift expansions and consistent renewals.

Candidate Profile

• An innovative builder experienced in creating process frameworks from inception within operations, consulting, or product management roles.
• Expertise in tailoring processes to current business needs, judiciously escalating from spreadsheets to robust systems as appropriate.
• Ability to thrive amid the dynamic challenges of a rapidly scaling startup, embracing versatility beyond defined roles.
• Strong communication and active listening skills, grounding processes in frontline realities and securing organizational commitment.
• Bonus: Background in managing physical products, hardware fleets, field operations, or robotics as a service is advantageous.

Core Company Values

• Customer-First: Proactively exceed customer expectations to achieve outstanding satisfaction.
• Team over Self: Prioritize collective success over individual agendas.
• Conflict is Love: Engage in constructive disagreements for team improvement and reconciliation.
• Scrappy: Emphasize rapid progress and iteration over perfection.
• Radical Doers: Set ambitious goals and deliver measurable outcomes through focused effort.

What We Provide

• Competitive salary, benefits, and significant equity in a high-growth, venture-backed startup.
• Founding leadership status with direct influence on core operational decisions driving customer happiness.
• Work onsite at our headquarters located in South Downtown Atlanta within the Atlanta Tech Village Sylvan.